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Renovo Financial · 2 days ago

AVP of Customer Service

Chicago, IL

Full-time

Onsite

Mid Level

3+ years exp

Renovo Financial is a dynamic and fast-growing private lender and mortgage servicer based in Chicago, dedicated to partnering with real estate investors. The AVP, Guest Services will support all aspects of customer service, manage a team of customer service professionals, and ensure compliance with mortgage servicing operations while enhancing customer satisfaction and retention.

BankingFinancial ServicesReal Estate

Growth Opportunities

Responsibilities

Assist with developing and executing a comprehensive customer service strategy aligned with business objectives to enhance customer satisfaction, retention, and profitability

Build and maintain strong relationships with key clients and our borrowers to understand their needs and ensure delivery of best-in-class service

Foster and enhance a culture of one touch resolution for all customer needs with particular attention to white glove service and an understanding of maintaining expected service levels

Lead, mentor, and develop a high-performing customer service team, providing guidance, support, and coaching to foster a culture of excellence and accountability

Collaborate closely with other departments, including risk management, compliance, IT, and finance, to ensure alignment of customer service initiatives with overall business objectives and regulatory requirements

Stay abreast of industry trends, emerging technologies, and best practices in mortgage servicing to identify opportunities for process improvements, automation, and enhanced customer experiences

Ensure compliance with all relevant federal, state, and investor guidelines, regulations, and reporting requirements related to mortgage servicing operations

Bring Renovo’s values to life through your actions, choices, and commitment to a shared purpose

Ad-hoc reporting, research, and projects as directed by management

Qualification

Mortgage servicing operationsClient relationship managementLeadership skillsRegulatory compliance knowledgeMicrosoft Office SuiteCustomer-centric approachCommunication skillsNegotiation skillsInterpersonal skillsStrategic thinking

Required

Bachelor's degree from an accredited college or university

Minimum of 3 years of progressive leadership experience in mortgage servicing, with at least 2 years in a management role overseeing customer service teams

Strong understanding of mortgage servicing operations, including loan boarding, payment processing, escrow administration, investor reporting, and loss mitigation

Proven track record of building and maintaining strategic client relationships, driving client satisfaction, and achieving business growth targets

Excellent leadership and people management skills, with the ability to inspire, motivate, and develop a diverse team of professionals

Exceptional communication, negotiation, and interpersonal skills, with the ability to influence stakeholders at all levels of the organization

Strategic thinker with the ability to analyze complex issues, identify opportunities for improvement, and develop innovative solutions

Thorough knowledge of regulatory requirements and industry best practices related to mortgage servicing, including CFPB and investor guidelines

Proficiency with the Microsoft Office Suite with an emphasis on Outlook and Excel

Customer-centric approach that finds solutions to our customers' needs